Customer Relationship Management (CRM) is a framework for dealing with an organization's connections with present and future clients. It regularly includes utilizing innovation to compose, robotize and synchronize deals, showcasing, client administration, and specialized backing.

1. Presentation by Manish

2. (CRM) is a system for managing a company's interactions
with current and future customers. It often involves
using technology to organize, automate and synchronize
sales, marketing, customer service, and technical
support.

3. 1. A philosophy and a business strategy, supported by processes and a
technology, designed to improve human interactions in a business
environment.
2. Customer relationship is too high. Existing Customer aren’t segmented
effectively and staff aren’t being prompted to proactively follow up and
engage.
3. Customer information is stored in different places. No one can see the full
picture which is creating poor communication and damaging our service
when important information is missed.
4. Service requests are getting missed because there is poor visibility of
outstanding items.

4. • Account managers aren't able to quickly check their customers
order history so can't easily assess individual buying habits or
identify new selling opportunities.
• Admin work is absorbing too much time
• Marketing budget isn’t being used effectively because it takes too
long to profile contacts and create new target lists.
• You don’t know how many leads your email campaigns are
generating or how many were converted into sales.
• Too many sales opportunities are lost because no one followed
up quick enough.

5. • Decision making is based on ‘gut feel’ because reports
aren’t trusted or are unavailable.
• You can’t confidently predict cash flow, project delivery
or production requirements because the supporting
forecasts aren’t available, or incomplete.
• Key performance indicators aren’t being measured so
some problems are being swept under the carpet and
high achievers aren’t consistently recognised.

6. • Teams are using a mix of systems but none of them connect.
As a result, many processes are being duplicated and it takes
too long to complete routine tasks.
• People are less effective when they’re away from the office
because they can’t get access to all the information they need.

7. • You don’t always know where team
members are because there isn’t a
centralised diary.
• Staff are having to perform repetitive, time
consuming processes. Routine tasks are
taking too long to complete creating
uncompetitive operations.
• Customer data isn’t secure. Team members
can easily copy customer lists into a
spreadsheet.

8. 1. Open source
2. Paid source
3. Cloud system( multi tenant or hosted)-
licenced.

9. OPENSOURCE-
1. SugarCRM-Founded in 2004 by the trio of John
Roberts, Clint Oram and Jacob Taylor (developed
on Php,Mysql,Linux) now owned by IBM.
2. vTiger - Open source finds a particularly warm
welcome in developing markets, which has given
vTiger an opportunity to build a significant user
community in the 2007(developed on
Php,Mysql,Linux).
3. SplendidCRM- on c#,IIS, Win-Server

10. Paid Source /crm.
1) Sugar CRM
2) Vtiger – licence.
3) SuiteCRM

11. 1) Against Physical Attack
2) Against Corruption & Loss
3) Against Intrusion & Interception
4) Always Available
5) 24/7 Support
6) Zero Maintenance, Better Performance
7) Low Cost.

12. What is Cloud Computing-
• Pictorial representation of internet is Cloud.
• Cloud Computing is nothing but internet computing.
• no need of any minimum hardware requirements and
no need to install any software in local system.
Cloud Computing is an approach to provide the following
services –
 SAAS (Software As A Service)
 PAAS (Platform As A Service) – amazon web services
 IAAS (Infrastructure As A Service) - Red Hat Enterprise

13. Cloud Computing CRM 2013-14 (SAAS Based)
1) Salesforce.com 16%
2) SAP AG 13%
3) Oracle crm(siebel)10%
4) Microsoft Dynamics crm 7%
5) IBM crm spss 4%
6) Others 50%